Naicomm Online is committed to delivering your mobile phones and accessories promptly and securely. This Shipping Policy outlines our delivery options, timelines, costs, and procedures for customers within Nairobi and across Kenya.

1. Delivery Options

1.1 Same-Day Delivery (Nairobi CBD & Surrounding Areas)

For customers within Nairobi, we offer same-day delivery on orders placed and confirmed before our cut-off time.

• Cut-off time: Orders must be placed by 3:00 PM (EAT) to qualify for same-day delivery.
• Delivery window: Orders are delivered within 2–4 hours from order confirmation.
• Eligibility: Same-day delivery is available within Nairobi CBD, Westlands, Kilimani, Karen, Lang’ata, Eastlands, and surrounding suburbs.
• Confirmation: You will receive SMS/WhatsApp confirmation once your order is out for delivery and again upon delivery.

1.2 Next-Day Delivery (Nairobi & Greater Nairobi)

• Orders placed after the same-day cut-off (3:00 PM) or for locations slightly outside the immediate delivery zone qualify for next-day delivery.
• Delivery is guaranteed by 6:00 PM the following business day (Monday–Saturday).

1.3 Standard Delivery (Upcountry & Nationwide)

• For customers outside Nairobi — including major towns such as Mombasa, Kisumu, Nakuru, Eldoret, Nyeri, Thika, and Machakos — we offer standard delivery via trusted courier partners.
• Delivery timeline: 2–5 business days, depending on your location.
• Tracking: A tracking number will be provided via SMS or email once your order is dispatched.

1.4 Store Pickup (Free — Kimathi House, Shop 9)

• You are always welcome to pick up your order directly from our physical store at Kimathi House, Upper Ground Floor, Shop 9, Kimathi Street, Nairobi CBD.
• Store pickup is free of charge and available during our operating hours: Monday–Friday 9:00 AM–7:00 PM, Saturday 9:30 AM–7:00 PM.
• Please bring your order confirmation and valid ID for collection.

2. Shipping Costs

Our shipping fees are transparent and competitive. Delivery charges are calculated based on your location and the value/size of your order.

2.1 Free Shipping Threshold

• Orders above KSH 15,000 qualify for free standard shipping anywhere in Kenya.
• Same-day delivery and express shipping options are not eligible for free shipping — standard courier rates will apply for these services.

2.2 Bulky Items & Accessories

• Large or heavy items (e.g., bulk orders, multiple devices, smart TVs) may incur additional shipping charges. You will be notified of any applicable fees before order confirmation.

3. Order Processing

• Processing time: Orders are processed within 1–2 hours during business hours. For same-day delivery, orders placed before 3:00 PM are processed immediately.
• Business hours: Monday–Saturday, 9:00 AM – 7:00 PM (EAT). Orders placed on Sunday or public holidays will be processed the next business day.
• Order confirmation: Once your order is placed and payment is verified, you will receive an order confirmation via SMS, WhatsApp, or email.
• Dispatch notification: You will be notified immediately when your order is handed over to our delivery partner and is out for dispatch.

4. Order Tracking & Status Definitions

We believe in complete transparency. Every order shipped via courier includes a tracking number that you can use to monitor your delivery in real time.

Tracking methods:

• SMS with tracking link sent to your registered mobile number
• Email update with courier details and tracking ID
• WhatsApp status updates (if you opt in during checkout)

Order status definitions:

5. Delivery Address & Contact Information

• Accurate address required: You are responsible for providing a complete, accurate delivery address with landmarks and clear directions where possible.
• No P.O. Box delivery: We do not deliver to P.O. Box addresses. A physical location (residence, office, business premises, or designated pickup point) is required.
• Alternative contact person: If you will not be available at the time of delivery, please provide an alternative contact name and phone number.
• Failed delivery attempts: If our courier is unable to reach you after two (2) delivery attempts, the package will be held at our nearest partner depot or returned to our Kimathi House store. Re-delivery fees may apply.

6. Risk of Loss & Damaged Shipments

• Risk transfer: Risk of loss or damage to products passes to you upon delivery (when the package is handed to you or your authorized representative).
• Damaged upon arrival: If you receive a damaged package, please:
• Take clear photos of the outer packaging and the product damage
• Note any visible damage on the delivery receipt before signing
• Contact us immediately at 0740 247199 or support@naicomm.online within 24 hours of delivery

7. Shipping Restrictions

• Domestic only: We currently ship within Kenya only. International shipping is not available at this time.
• No hazardous materials: We do not ship items classified as hazardous (e.g., damaged lithium-ion batteries, flammable materials).
• Age restriction: Recipients must be at least 18 years old to receive shipments of mobile phones and high-value electronics.

8. Holidays & Unforeseen Delays

• Public holidays: No deliveries are made on Kenyan public holidays. Orders placed on these days will be processed the next business day.
• Force majeure: Naicomm Online is not liable for delays caused by events beyond our reasonable control, including but not limited to: severe weather, traffic disruptions, nationwide protests, courier network outages, or government restrictions.
• Communication: If a significant delay occurs, we will notify you immediately via SMS or phone call with a revised estimated delivery timeline.

9. Changes to This Shipping Policy

We reserve the right to update or modify this Shipping Policy at any time. Changes will be effective immediately upon posting to our website or at our physical store. Your continued use of our services after any changes constitutes acceptance of the revised policy.

10. Questions? Contact Our Delivery Team

If you have any questions about shipping, delivery timelines, or the status of your order, please reach out to us: